QueueMetrics forum

QueueMetrics => Running QueueMetrics => Topic started by: moa on November 05, 2007, 19:22:44

Title: Agent goes available after 30 minutes
Post by: moa on November 05, 2007, 19:22:44

Hi -

I recently got QM up and running.  I've noticed a small problem.  After an agent is on a call for longer than 30 minutes, QM places them available.  I've checked the queue_log as well as the asterisk cli,  there is nothing in the queue_log that shows them completing the call.  Inside the cli it's showing them Busy.

Any ideas?


Thanks in advance!

Title: Re: Agent goes available after 30 minutes
Post by: QueueMetrics on November 07, 2007, 13:29:45

Yes: this is because on most CCs such a long talk time would be considered a system error, as call turnaround is much much faster. You can edit configuration.properties and change the following two paramenters:

Code: [Select]

#If an ongoing call has a wait time that exceeds this value, drop it. 0: ignore
default.maxOngoingWaitTime=1000

#If an ongoing call has a talk time that exceeds this value, drop it. 0: ignore
default.maxOngoingTalkTime=2000

Try setting them to 3600 (1hr) or 7200 (2hrs).

Title: Re: Agent goes available after 30 minutes
Post by: moa on November 08, 2007, 18:35:11

Thanks, that's exactly what I was looking for.  One more question though.  Since it drops it, does it still keep stats on the entire call?

Title: Re: Agent goes available after 30 minutes
Post by: QueueMetrics on November 09, 2007, 17:10:42

Yes of course it does (in the stats section, not the realtime).